Customer Success addict | Customer obsessed | CS Ops | Data lover | Top 100 Strategist @ Eptura

I did not choose Customer Success. Customer Success chose me.

In 2020, I took a step back from my leadership role to go all in on Customer Success. I believe the best Customer Success leaders are those who have walked the path, understand the role inside and out, and know what it takes to drive results. This is the journey I’m on, building expertise and laying the foundation for impactful leadership in the future.

In just four years, I’ve grown from an entry-level CSM to a Strategic CSM. Along the way, I discovered a deep passion for empowering other CS professionals to thrive in their roles. Through my newsletter and the two guides I’ve written—Onboard Yourself and Raising the Bar—I share actionable insights and strategies to help others navigate the complexities of this role.

As a Strategic CSM, I’m focused on helping global enterprise organizations achieve their goals by leveraging data-driven strategies and tailored solutions for their specific needs. Whether it’s fostering collaborative cultures, driving change and adoption of innovative tools, or solving complex business challenges, I thrive on guiding customers toward measurable results.

I’m a process addict with an engineering background, driven by curiosity and data. Numbers tell stories, and I love unraveling them to identify opportunities for expansion and growth. I believe in the power of people and data—track the right metrics, and improvement will follow.

Customer Success is where I’ve found my true passion—helping customers achieve their desired outcomes and seeing their growth is incredibly rewarding. I believe CS is the catalyst for any company's growth, and when done right, it unlocks new revenue streams, enhances product adoption, and creates long-term partnerships.

Every conversation is an opportunity to learn, problem-solve, and deliver results that matter.

When I’m not creating Success Plans or building executive relationships, I’m traveling. I’ve visited over 20 countries and am always planning my next adventure. My favorite country so far? Japan, hands down.

Erika Villarreal

Shred-it

Sale executive

Sale Executive 

The Telecom Company

Qualified, developed, and closed sales with customers on or near existing or planned fiber builds.
Met and exceeded sales objectives and goals monthly and quarterly.
Created and presented sales proposals to decision-makers.
Represented the company at networking events and trade shows.

Account Executive

Condeco by Eptura

●	Organized and launched an initiative to originate a Latin American pipeline through prospecting, white spacing, and building relations with current and target clients. 
●	Successfully developed and qualified leads which were placed into the sales pipeline through discovery calls conducted with C-suite members of Fortune 500 companies. 
●	Consistently met or executed monthly quotas of Sales Qualified Leads provided to Sales Managers.  FY 2022 forecasted to be 150. 
●	Created documentation in Salesforce needed by Sales Managers to properly execute software demos.
●	Participate in team building and company-growth activities including strategy setting, sales training, marketing efforts and customer care. Provided the marketing team with messaging which was used to promote new features and benefits of our SAAS software.

Global Business Development Representative

Angi

●	Outbound cold calling to service providers to have them sign up on the company platform. Once on the platform sold marketing solutions (ad sales) to home improvement professionals to help grow their client base. 
●	Analyzed advertiser objections and business priorities data to provide informed recommendations to service provider clients.

Business Development Representative

Altice USA

●	Increased company revenue through deal closing with same and medium sized businesses. 
●	Exceeded annual goal in FY 2018 (115%) and FY 2019 (135%) and was named to President’s Club both years.
●	Assessment of needs for current as well as prospective clients and providing customer service.
●	Assisted customers in obtaining knowledge for the full suite of products, in addition to billing structure.

Account Executive Retention

Canon Solutions America

●	Lead sourcing and prospecting for new business and customer upgrades on existing clients.
●	Provided prospective clients presentations, product demonstrations, and proposals on a case-by-case basis to secure mid-market and enterprise contracts using a consultative, relationship driven approach. Surpassed sales targets for SAAS solutions and hardware; FY 2015 (166%).

AT&T

Business & Retail Sales Team Leader
•	Utilize exceptional interpersonal skills to build and cultivate profitable alliances with customers 	and merchants (B2B) to improve and develop strong professional relationships
•	Correspond with clients through marketing local businesses of all sizes
•	Train and mentor new members of the sales force to enable them to reach and exceed sales goals
●	Initiated and developed strategic partnerships and alliances with customers and B2B merchants to foster company sales pipeline and increase revenue. 
●	Exceeded sales targets; FY 2013 (125%) and FY 2014 (130%) 
●	Organized and conducted marketing campaigns to local businesses along with curating an enterprise plan for each account.
●	Onboarded, trained, and mentored new members of the sales team who went on to reach and/or exceed sales quotas.

T-Mobile

T-Mobile, USA								Yonkers, NY
	Retail Sales Representative/Key Holder
•	Successfully generated revenue by identifying new businesses through cold calling, outreaching, and organized networking events
•	Analyzed sales statistics, determined sales potential and inventory requirements to close sales
•	Ranked amongst the top performers consistently as I met or exceeded sales objectives that required a significant volume of new clientele as well as retained businesses

Sales Consultant key holder

RadioShack

Radio Shack									Yonkers, NY
11/2010 	Assistant Manager
•	Assembled and presented visual displays of all merchandise
•	Orientated newly hired sales associates to store policies, standards, procedures, and code of conduct
•	Monitored and managed activities directed to the store operational risks, financial aspects and audit processes

Assistant Manager

As an Account Executive at Shred-it, I specialize in secure information destruction and data security, serving the Brooklyn and Staten Island areas. With a strong background in cybersecurity and compliance, I am dedicated to helping organizations in the education, non-profit, healthcare sectors, and beyond, protect their sensitive information.

My approach is client-centric and proactive. I believe in building strong relationships with my clients, understanding their unique needs, and providing tailored solutions that ensure their data is secure and compliant with the latest regulations. I am passionate about safeguarding data and have a proven track record in implementing effective cybersecurity measures.

In addition to my professional expertise, I am a committed advocate for disability rights in New York City. This advocacy work has given me a unique perspective on the importance of accessibility and inclusivity in all aspects of business and community life.

My aspiration is to continue advancing in the field of data security, helping more organizations achieve peace of mind through secure information destruction and robust cybersecurity practices. I also aim to further my advocacy efforts, promoting greater awareness and inclusion for people with disabilities.

Whether you need assistance with information destruction, data security, or compliance, I am here to help

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The Battle

Erika Villarreal

Gisselle Ramirez

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